Voice BPO involves using voice and phone to interact with customers, categorized as inbound or outbound. It contrasts with voiceless BPO, which involves non-customer facing tasks. Voice BPO jobs can be outsourced and require language proficiency.
Voice business process outsourcing (BPO) is a subsection of BPO tasks that employees often use their voice to work on. This means that the employee will always be calling or calling customers to answer questions or resolve complaints. The tasks involved in these BPO jobs are categorized as either inbound or outbound, but the two are often combined. Voice BPO is contrasted with voiceless BPO, which does not mean that employees never speak, but that they do not interact with customers. As with all BPO jobs, this can be outsourced to other countries or regions, and these employees must have a good grasp of the employer’s language in order to land the job.
In the closest sense, BPO jobs can be divided into voice and non-voice categories. In the voice section, the main tools an employee will use are voice and the phone. These jobs are usually associated with call centers and help desks where customers are constantly asking for help or to ask a question. Many companies use this, but computer companies and banks are mostly known for these call centers.
With Voice BPO, the employee’s work will be categorized as inbound or outbound. Inbound is when a customer calls and the employee answers. These employees must be able to react quickly to questions and must be able to use a computer at the same time to get more information to the consumer. Outbound employees call customers, often to ask about late payments or to try to sell the customer a new product or service.
While inbound and outbound voice BPO jobs are categorized separately, they are often combined. An employee may have to answer questions during one part of his workday and call customers asking questions during another part. Sometimes the employees are specialized and the call center is organized so that it only handles incoming or outgoing calls, but this is rare.
Contrasting voice BPO is not a voice BPO job. Employees in this field do not communicate with the public, but are behind a desk or running a computer. Accounting, documentation, database administration, and manufacturing products are examples of voiceless jobs.
As with all BPO jobs, voice BPO can be outsourced internally or to another country or region. In the latter case, employees must demonstrate competence in the employer’s language; otherwise, the employee will not be able to perform his duties. Tests are often required to verify that the employee is skilled in the employer’s language before being offered a job.
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